Onsite Customer Service Representative

Description:

Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at concentricusa.com.

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading Benefits to include:

• Competitive pay – Plus incentive opportunities and overtime potential!
• Full benefits package that starts day one – Includes medical, dental, vision, company-paid life insurance and disability coverage.
• 401K with match
• 8 paid holidays
• Full-time Employees receive 128 Hours of PTO Annually
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.

Job Summary

The Customer Service Representative makes and receives calls for commercial and consumer program accounts and promotes company product sales to customers and community organizations. This position will also be responsible for processing quotes and sales for existing customers. This position reports to the Sales Manager, Retail Division and has no direct reports.

Key Job Responsibilities:

• Provide excellent customer service by addressing all questions or concerns regarding accounts, products, and services.
• Answer incoming calls from customers, vendors, and the general public and provide requested information in a professional and friendly manner.
• Make outgoing calls to support the sales team in developing new clients and closing sales while considering available discounts, special pricing, and shipping costs.
• Make a minimum of 40 outbound calls per day increasing as they become proficient in this position.
• Receive, price, and enter in the computer customer orders, returns, and exchanges.
• Notify customers of availability, shipping dates, and associated delivery fees of products, services, and replacement parts.
• Generate quotes based on customer’s needs.
• Perform data entry regarding client records within CRM programs.
• Communicate understanding of all products, technology, and industry, including any upcoming product or service offerings.
• Occasionally assist retail counter with sales where support is needed.
• Must be available to perform occasional work during evenings and/or weekends for trade shows or special events.

Key Performance Measurements:·

A score card that reflects team performance in areas such as safety, efficiency, work order completion, customer satisfaction, and issue resolution.· Demonstrates complex scheduling ability, resulting in a high degree of technician efficiency.· Management observation regarding attitude, diligence, team contributions, and willingness & ability to learn new skills and information.· Other key performance indicators as assigned.

Requirements:

• High School or GED Diploma required. Prefer an associate degree from an approved two-year college or university or very strong equivalent experience.
• Strong computer skills with Excel, Word, and data management capabilities. Previous ERP experience a plus.
• Strong communication, problem solving, and analytical skills.
• Ability to organize his/her own work and work independently, with limited supervision.
• Ability to work with individuals from diverse backgrounds and with diverse needs, and across remote offices.
• Ability to clearly articulate ideas (both written and verbal) to both internal and external customers and to listen effectively to customer needs.
• Ability to develop and maintain strong workplace relationships with an emphasis on customer satisfaction.
• Ability to work collaboratively with other departments toward the greater good of the organization.
• Ability to adapt to a fast-changing environment.
• Ability to be successful in high throughput environment.
• Willingness to work occasional overtime.
• This job description is subject to change at any time.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed in a office, or home office environment. The noise level in the office work environment is quiet to moderate.

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.